customer project

Customer requirements:
Call centre optimisation taking into account company-specific target requirements from the US headquarters and the relevant national regulations .

Our project competence:

Call-Centre design
Determination of call volume and adjustment of call flows
Definition of criteria of skill based routing
Creation of configuration requirements
Dimensioning of TC systems
Management of negotiations between group management and works council regarding call centre agent related evaluations
Supervision of implementation
Out-bound traffic and value added service management
Administrative and operative management for existing destinations and those to be opened (Europe).


Result:
Increased call accessibility, efficient use of resources and optimisation of service levels while at the same time reducing costs.